Unable to download transactions from Janus Henderson

ssohani

Unable to download transactions from Janus Henderson. It says: "to continue enter password for following institution" but doesn't ask for password.

Password is already stored in the vault. Connection method is: Direct Connect

NotACPA

Janus Henderson no longer supports Direct Connect, per FIDIR.TXT … a file that's also on your computer and reflects all of the Financial Institutions that support Q, and which download methods they support.

Janus Henderson	https://en-us.janushenderson.com/retail	1-800-975-9932	https://www.secureaccountview.com/BFWeb/clients/janushenderson/index	ACTIVE	 	 	 	ACCOUNTINFO,INVESTMENT&EXP-WEB-CONNECT

ssohani

What do I have to do? Reset and reactivate new connection?

rbmagee

This problem with Janus Henderson first happened last summer. I reset the accounts and all has been going well until this week. Now I get the "To continue, enter the passwords for the following institutions: Janus" all over again. Everything else works perfectly. The Janus passwords in my vault are correct. The Janus accounts are accessible — I can log in online and see them with those passwords. I just reset one of the accounts and got the download,

TonyD

@rbmagee I'm at the same point. How do you "reset the account"?

LeaningTower

Following.

this problem just occurred on my system this week.. I think I upgraded to version 65.17 a day or two after my last successful update from Janus.

Seems this version also cost me the ability to download/update my Vanguard acct, too. Sloppy work on Quicken's part.

impour77

Same problem here. I got the response yesterday, and managed to go to edit the password in the password vault and just entered the same password. Now today that won't work, so I changed the password and Quicken says Janus won't allow the password, so I can't change it. I've deleted the password, tried to go online and enter it where it says to enter, and I get the same message. This seems like a Quicken problem, not a Janus one, so will there be a fix?

Quicken Kristina

Hello @ssohani, @rbmagee, @TonyD, @LeaningTower, & @impour77,

Thank you for reaching out. As @NotACPA said, Direct Connect is no longer supported.

https://community.quicken.com/discussion/comment/20524794#Comment_20524794

To connect your accounts using Express Web Connect, backup your Quicken file, deactivate the problem accounts, then navigate to Tools>Add Account and follow the prompts, making sure to carefully link the accounts to the correct nickname in Quicken.

I hope this helps!

ssohani

I followed the procedure, and it worked but it took a long time to complete. It appeared to have gone in a loop in "matching transactions" and "updating account" several times. Why did it have to go through my Fidelity account in matching transactions and updating transactions beats me.

Also, I lost the ability to see investment transactions because it is not supported anymore?? When will it be?

I am confused and disappointed

Ron McCall

Not a acceptable solution. I lost all the data on my Janus fund from 2017. The download doesn't work from Janus as it is just the last year transactions. This need to be fixed. Quicken is just not working very well since going the subscription model, poor implementation and no fixes.

The website that Quicken posts to download transactions is not available. I found it on my own within the Janus site, but it only provided the last 11 months

gproyal

I just updated my version of Quicken to R65.17 Build 27.1.65.17 as recommended by Quicken. And now, like others, Quicken will not download my Janus Henderson accounts. And yes, it prompts me to enter a password, but there is nowhere to enter a password. I have a password in my password vault already. So, I try to change the password to see if that works - no it does not. This problem, follows the recent problem in which Quicken downloaded thousands of repeat bill reminders. It seems that the software team needs to do a better job debugging the software before releasing updates. In any case, how do I get my Janus Henderson accounts to download? Thank you in advance for any assistance.

Quicken Kristina

Thank you for your replies,

It is the financial institution that decides which connection methods to support. It sounds like you are able to connect using Express Web Connect, but that connection does not give you all the functionality you had when connected by Direct Connect.

Hello @gproyal,

You mentioned that you first noticed this after updating your Quicken to R65.17. Does making a backup of your file and reverting to an earlier version of Quicken allow you to connect using Direct Connect, or do you still encounter the same issue?

Thank you!

ssohani

It doesn't matter to me what connections method financial institution decides to use as long as complete functionality is available.

Why is transaction download functionality not supported? Is Janus restricting it or is it a bug in Quicken software?

Ron McCall

I wrote to Janus and this is there response:

Be advised, you will need to contact Quicken for issues regarding the data it is attempting to download. Additionally, the Janus Henderson website will contain up to the last two years of transaction history for an account.

Regarding the lifetime of your joint account, we have attached all historical statements for your account. Janus Henderson maintains historical statements dating back to 1996.

If you need assistance, please contact a Janus Henderson Representative Monday through Friday from 9 am to 6 pm Eastern Time at 800.525.3713.

Sincerely,

Janus Henderson Investors

PO Box 219109

Kansas City, MO 64121-9109

Quicken Blames Janus and Janus blames Quicken. Either way it is broken and it broke on the last update. I am going to send this response to Janus from Quicken and see what Janus says.

Ron McCall

I sent Janus the reply from Quicken that was posted here. It doesn't matter who is at fault but Quicken and Janus need to directly communicate and find the fix. When I downloaded under the Quicken fix all I got was total shares I had. No purchase information, capital gains etc. This is not acceptable.

My solution was to go to the previous data backup before it all started and restore so I have all the purchase history etc. Until it can be fixed, I will just enter data manually. But either way, Quicken and Janus have a duty to fix the issues.

gproyal

I reverted to two different prior versions of Quicken and still get an error message about being unable to connect with Janus.

Quicken Kristina

Thank you for your reply,

Based on the fact that the FIDIR (list of supported financial institutions) shows that Direct Connect is no longer supported, the error is probably being caused by that. However, it wouldn't hurt to try troubleshooting the error, just in case. To troubleshoot the OL-209 error, please follow the instructions in this article on OL-209 errors: https://www.quicken.com/support/error-message-when-using-online-services-ol-209-or-ol-209b/#section-windows-2

Please let me know how it goes!

kmumford

Same problem. [Removed - Speculation]

Quicken Kristina

Hello @kmumford,

Thank you for letting us know you're seeing the same issue. If you haven't already done so, I recommend following the troubleshooting from the article linked in my earlier post:

https://community.quicken.com/discussion/comment/20526391#Comment_20526391

I hope this helps!

rbmagee

I reset the accounts and the downloads from Janus Henderson worked for a few days. Now, for several days, I continue to get in Quicken the advice that I must enter my password. My password allows me to log in at Janus Henderson for BOTH my and my wife's accounts there, but I can't get Quicken in with the same passwords. Here's my idea: I'm going to start moving our money away from Janus Henderson. We don't have ANY such problems with any other financial institutions.

Quicken Kristina

Thank you for your reply,

https://community.quicken.com/discussion/comment/20528173#Comment_20528173

That specific issue has already been reported to our teams for further investigation and resolution. We do not have an ETA.

Thank you!

(CTP-15582)

kkanb

I've also encounterd this issue so deleted my Janus account and added it again. Now I have the simple investing tracking instead of complete tracking so don't get transaction data. I use Quicken to capture transaction data since I get simple data for free from other sources. Hoping that transaction data download resumes for Janus soon

BozyGoBlue

same issue here - so frustrating…

DWC2

Quicken Kristina, please add me to the Janus ticket for notification of issue resolution.

For everyone else, I've been through this before, at least twice, with Vanguard and with my local CU. Both had been technology rock stars and early adopters. My CU changed something and I can no longer download transactions from them. With Vanguard, there was a bit of an uproar and "tickets" were filed, and it was actually eventually restored to functionality.

But there is something everyone needs to understand about all this. "Kristina" seems to mention it and talk past it without actually explaining it. Not sure Kristina even really knows. There are several "connection" types, explained at this Quicken link:

"Web Connect" is just logging in to the bank web site and following some transaction export/download process, hopefully to a quicken QFX file and then importing those transactions with a "File→Import" process. This is where I finally landed with my CU. The download file is very detailed and imports cleanly and was easier than I feared it would be, but you have to pick start/end dates for the download, and transactions on day-boundaries are easy to miss. (Each of my CU accounts had a missing transaction or two when it came time to reconcile this month.) The QFX file contains the bank account number, which matches up with quicken account information so that it knows where to import transactions to. Banks that only support other "download" generics like a CSV file will give you transactions, but getting them uploaded into a complex quicken file is problematic.

The "Direct Connect" option is a 2-way protocol that requires hardware/servers/software on the bank side to communicate directly with Quicken, and once they support this, they can authenticate with your Quicken and download transactions to specific accounts. The "2-way" nature of this is also what allows Quicken to generate changes to the bank, like bill pay, for example. Personally I've never used the "2-way" features to push changes from quicken to create bank transactions. I wouldn't care if that went away. But I really want the full transaction download capabilities. I believe that's what everyone in this thread has referred to and has enjoyed for decades and expects to have supported forever.

The downside of "Direct Connect" is that it requires willful partnership between two independent companies for it to work. And while it's cool for Quicken customers to get this ability to download details, I can see that this ability doesn't offer the BANK any direct benefits, except the indirect goodwill of it's customers. The BANK actually wants to be in control and curate this information to its customer/investors. They invest in their own web infrastructure to provide an online experience. And all they change and improve gets dragged down on by also having to maintain these older servers/protocols, which are probably being used by a smaller and smaller percentage of their customers.

When a BANK says "Enough!" and ends support for Direct Connect, that doesn't automatically imply they will supply the same capability via a "newer" protocol. And there is very little Quicken can do about it to provide you/us the the same experience.

There are newer supported communication methods, that I believe are designed to give improved TRANSACTION downloading, called "Express Web Connect" and "Express Web Connect +". I suspect that these are quicken's response, saying, "Hey Banks, if you don't like Direct Connect any more, how about EWC+? It's one-way communication instead of two, so that's simpler." I don't know the details under the hood, but it probably involves an API that lets Quicken query for transaction information in a formal way, rather than just by web-scraping. And maybe it's generic and open, and Quicken hopes to establish a new method that will entice bank-support. And if customers stomp and screen loud enough at the BANKS, they will either consider accellerating EWC+ support before dropping DirectConnect support.

But this is why both companies point at the other and say "it's their problem". Quicken points to the bank and provides generic "Kristina" responses that "the bank says they don't support Direct Connect" any more…talk to them". The BANK says "who's software is failing to perform their function? Quicken? talk to them…"

We Quicken customers have enjoyed seamless integration for so long and so broadly that we feel it to be a "right" for us to have it continue indefinitely. We don't pay the banks to support a secondary data access method, and we are annoyed at yearly Quicken subscription fee to pay them to keep the lights on. I get it. There hasn't been a "new" quicken feature that I've cared about in 20 years, besides transaction detail download. Dump the rest of the tool bloat-ware and let me download and balance my transactions in peace. Quicken realized that. I'll never pay for new features, but I'll pay to keep the lights on, so there's the subscription. But that's not nothing. What we are asking for is not trivial and it's not entirely in Quicken's control. But it is disappointing that within the last year, I've lost 3 of my financial services, and I suspect the writing is on the wall.

Here's what I would like:

1. Quicken, keep working urgently with bank partners to maintain transaction download, either by getting banks to continue supporting DirectConnect or to begin supporting EWC+.
2. Quicken, be honest and transparent about your challenges. This can't be a mystery to you, so why keep your loyal customers in the dark.
3. Quicken, if all else fails, encourage banks to support QFX download.
4. Quicken, please stop "allowing connection" to a bank that converts my account to "Simple Investing" mode. No one with existing transactions wants them to get auto-hidden. Auto-FAIL that process or allow the person to opt-in knowingly.
5. Quicken, clearly document on your official support pages what is happening now. Create a "wall of shame" for banks backing out of their current capabilities. Advertise proactively to us through the tool when changes happen. Don't let me spend hours trying to figure out if it's a network glitch or a bank change.
6. Customers: Complain to your banks. Report your deep-seated frustration at their changes and your willingness to leave.
7. Customers: Temper your "give me back what I want" attitude and understand the issues (helped by Quicken and Banks being more open and forthcoming).
8. Banks: Do what's right to support advanced external banking features. Work with Industry to help power users. Don't leave them in a lurch and point fingers like you don't know what happened.

Vanguard fixed their issues for now.

My CU, at least they support QFX download.

Janus, I hope we can create another uproar and get them to dial back their ambitions and restore capabilities. Janus has transaction download to CSV files….sigh.

Quicken, please don't make it a USER problem to discover these issues. My yearly subscription comes due in June, and if you can't stem the tide of banks dropping support for your tools, then there will be NO REASON for me to continue to pay you. It's literally the ONLY reason I pay you money, so that my downloads from ALL my financial companies continues to work. Figure it out.

Quicken Kristina

Hello @kkanb, @BozyGoBlue, and @DWC2,

Thank you for letting me know you're also impacted by this issue. I added you to the ticket.

Thank you!